FAQs

How can I contact Thrivastore?

You can email us at info@thrivastore.com and our customer service team will be happy to help you with anything you need.

Do you ship worldwide?

Yeah.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

Since we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of purchase. Requests received after this time will be declined. Your order may be returned for a full refund once you receive it.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, Codensa, Diners Club) and payments via PayPal.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please note that during holiday and sales seasons, there may be additional time to process your order. We process orders Monday through Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after processing. Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take 2-4 weeks to arrive.

What do I do if I don't receive my order?

If you do not receive your order within 30 days of shipment, you will be eligible for a full refund.

Will I be charged taxes or customs duties?

The prices shown on our site are tax-free in Colombian Pesos (COP), which means you may be required to pay duties and taxes once you receive your order. Import taxes, duties, and customs-related charges may apply once your order reaches its final destination, and will be determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For more details on charges, please contact your local customs office.

How do I return an item?

Please contact us at info@thrivastore.com .

What do I do if the items I received are defective, incorrect, or damaged?

Please contact us if you received incorrect, missing or defective products. Please include your order number, photos of the items and any related references when receiving your package. We will do our best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to the original form of payment. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or requesting a cancellation. Please contact the issuing bank if you have questions about when the credit will reflect on your account. If you haven't received your return credit yet, here's what to do: Contact your bank or credit card company. It may take a while before the refund reflects on your account.